Senior Genesys Engineer

Job Summary:

As a member of the Maximus Telephony team the Senior Engineer should be able to configure, troubleshoot and support the various Telephony/Omni-Channel platforms with experience specifically on Genesys Cloud CX, TTY and Fax solutions that make up the Telephony environment at Maximus. The engineer will serve in a technical role and interact with others on the Telephony team, other IT resources, internal Business, external Clients, and various vendors.

Job Duties/Responsibilities:

• Accountable for the Contact Center implementation and support during all stages of the project life cycle
• Follow department implementation standards and Change control processes
• Communicate technical terms to non-technical users preferred
• Provide feedback and updates to internal process through internal documentation
• Analyze existing and new voice and data networks (as needed) and recommend solutions
• Assess, design and document technical requirements supporting business/RFP needs
• Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner
• Understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes
• Work with the Supervisor to understand the assigned work, deliver on agreed upon dates and raise issues/risks in a timely manner in case of risk to deliverables
• Create/modify artifacts and deliverables, including the change management process
• Perform other duties as assigned by leadership

Education/Requirements:

• Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline and 5-7 years experience.
• Ability to solve problems quickly and accurately
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Ability to work unscheduled hours in case of emergency work/outages
• Demonstrated professional consulting, implementation, and solutions implementation experience with a specific focus on Genesys Cloud CX solution with ability to lead and drive implementation from discovery to production
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations
• Knowledge of HTTP requests, REST web services, and JSON
• Call flow development experience in Genesys Architect tool
• Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
• Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods
• Desirable: Knowledge on Amazon Web Services (AWS), certifications for Genesys, Cisco, Microsoft, Cloud and VMware & background with State & Federal Government work
• Strong follow-through, ownership and responsibility of Telecom work
• Strong knowledge of industry standards including best practices in adopting and compiling to a development lifecycle
• Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content of discussion
• Knowledge of other contact center platforms and VoIP protocols
• Detailed understanding of SIP and all associated messaging
• Collaboration skills and attention to detail required
• Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required

Preferred Certifications:

• Genesys Cloud Certified Professional (GCP-GC)
• AWS Certified Cloud Practitioner

Physical Requirements:

• Ability to sit for up to 80% of time
• Ability to lift or carry objects up to 10 lbs.
• Frequent use of computer, telephone, and office equipment (copier, fax, scanner)

Job Type: Full-time

Pay: $90,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• genesys: 5 years (Preferred)
• Telecommunication: 5 years (Preferred)

Work Location: Remote

• Health insurance